CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

Exercises 183

Exercises Touchpoint Roadmap Call Recording 183

Promoter.io

DECEMBER 15, 2016

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io

Exercises 80

Exercises NPS Survey Customers 80

Strativity

JANUARY 22, 2020

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Here we walk through some of our favorite exercises used to help our clients spark innovative ideas and move confidently into the future. The post Workshop Playbook: 9 Exercises to Spark CX Innovation appeared first on Strativity.

Exercises 40

Exercises eBook Innovation Tools 40

Market Strategies International

JANUARY 30, 2019

Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox.

Exercises 69

Exercises Healthcare Industry Trends 69

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

How To

Who's Your Gladys?

MAY 17, 2016

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

Exercises 152

Exercises Loyalty Customer Service Customer Service Training 152

Forrester's Customer Insights

MARCH 30, 2020

Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one?

Exercises 31

Exercises Customers 31

Maz Iqbal

JANUARY 19, 2015

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015.

Exercises 72

Exercises Leadership Travel Meeting 72

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Exercises 64

Exercises Leadership Travel Employee Engagement 64

Kate Nasser

NOVEMBER 17, 2015

Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations.

Leadership 97

Leadership Exercises Innovation 97

Up Your Service

DECEMBER 1, 2015

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Groups 52

Groups Hotels Exercises Engagement 52

Up Your Service

DECEMBER 1, 2015

Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Groups 52

Groups Hotels Exercises Engagement 52

Service Untitled

JANUARY 7, 2014

There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.

Sales 49

Sales Exercises Consulting Study 49

Service Untitled

MARCH 26, 2012

” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big Differences

Leadership 59

Leadership Exercises User Experience Groups 59

Service Untitled

JULY 16, 2012

Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ).

Roadmap 57

Roadmap Exercises Sales Social Media 57

Service Untitled

JUNE 2, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.

Advertising 54

Advertising Training Exercises Financial 54

Service Untitled

FEBRUARY 18, 2011

Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality.

Exercises 52

Exercises Data Examples Tools 52

Vision Critical

NOVEMBER 25, 2019

We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. An insight roadmap is a plan to keep your organization focused on customer centricity.

Roadmap 130

Roadmap Customer Centricity Exercises How To 130

NICE inContact

JANUARY 13, 2020

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead.

Exercises 156

Exercises Customer Experience Contact Center Call Center 156

Kerry Bodine

APRIL 19, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see.

Exercises 170

Exercises Customer Centricity Customer Journeys Interaction 170

QuestionPro Audience

AUGUST 20, 2019

It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. .

Exercises 232

Exercises Marketing Consumers Strategy 232

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

B2B 146

B2B Exercises Leadership Measurement 146

Service Untitled

APRIL 7, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

Policies 41

Policies Measurement Exercises Tips 41

Forrester's Customer Insights

MARCH 18, 2020

A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience.

Exercises 43

Exercises Company Employee Experience 43

MaritzCX

NOVEMBER 11, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Metrics 267

Metrics Exercises 267

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Employee Engagement 130

Employee Engagement Exercises Engagement Leadership 130

MaritzCX

NOVEMBER 10, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Metrics 260

Metrics Exercises Healthcare 260

MaritzCX

NOVEMBER 10, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Metrics 260

Metrics Exercises 260

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.

Customer Experience 40

Customer Experience Call Center Exercises Consulting 40

The Upsell

SEPTEMBER 4, 2017

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same.

Exercises 185

Exercises Connections Customer relationships Customers 185

Experience Matters

DECEMBER 18, 2018

It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

Trends 213

Trends Exercises Customer Connectedness Course 213

CustomerGauge

DECEMBER 20, 2016

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 96

NPS Exercises 96

The DiJulius Group

FEBRUARY 20, 2019

Your Relationship Report Card To demonstrate how critical and dependent we are on others, The DiJulius Group uses the following exercise called Your Relationship Report Card.

Exercises 85

Exercises Groups Report Culture 85

Forrester's Customer Insights

JULY 22, 2019

The Value Of Brand Valuing a brand can be a deeply divisive exercise. Questioning it, or attempting to validate it, can well be an exercise in futility and mathematical mumbo jumbo. To most marketers, there is an axiomatic simplicity to brand value.

Brand Values 48

Brand Values Brands Exercises B2C 48

Who's Your Gladys?

FEBRUARY 4, 2015

Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?

Exercises 207

Exercises Customer Service Culture How To 207

Who's Your Gladys?

APRIL 4, 2016

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

Exercises 175

Exercises Customer Service Culture Customer Focused 175

Kerry Bodine

MARCH 14, 2018

Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps?

Exercises 120

Exercises Customer Journeys Strategy Brands 120

Genroe

OCTOBER 27, 2019

This is not a trivial exercise. What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes.

Exercises 56

Exercises Net Promoter Score Measurement Management 56

Ian Williams

MAY 1, 2020

Profiling & segmentation are widely spoken about in the Customer Experience world, but there is little integration between these data-driven exercises and the typical Customer Experience practices of Personae Building, Customer Journey Mapping and Transformation.

Exercises 52

Exercises Customer Journeys Video Data 52

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. Like exercise or learning something new, role-playing consistently will make an impact. It’s a wonderful exercise in empathy.

Customer Experience 174

Customer Experience Exercises Comparison Brands 174